Conflict%20resolution%20at%20the%20Workplace

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Conflict resolution at the Workplace

• Department of Public Information
• United Nations Ombudsman
• M. Patricia Durrant
• 28 July 2004

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What is conflict ?

• Any opposition or difference of wishes, needs,
  statements, arguments, actions or principles
  between two or more staff members, or between
  staff members and the Organization.
  (ST/IC/2004/4 Conflict resolution in the United
  Nations Secretariat)

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The role of staff members in conflict resolution

• Conflict resolution is a key competency
• Deal with conflicts and grievances in a timely
  manner
• Act in accordance with the Standards of Conduct
  for the international civil service

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Costs of conflicts

• Direct costs for handling formal cases
• Hidden costs of conflicts

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Keys to preventing and resolving conflicts

• 1. Training
• Induction training - need for access by everybody
• Conflict resolution training
• OHRM training on conflict resolution, cultural
• diversity, etc.
• DPKO e-learning on conflict resolution, stress
• management, diversity, client focus, etc.
  (re.
• DPKO CTS Web Site)
• 2. Improved communications at the workplace
• ? Put into practice what you learn at
  training courses

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Conflict resolution in UN - Informal and formal
channels

• Informal
• Ombudsman
• Self-help/help of colleagues, friends,
  supervisors, Human Resource officers, focal
  points for women, Executive Office, etc.

• Formal
• Administrative review
• Joint Appeals Board
• Specialized resource procedures
• UN Administrative Tribunal

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• Formal
• Time consuming
• Reactive
• Judgments/decisions
• Win-lose solution
• After conflict occurrence
• Administrative decisions required
• Record keeping

• Informal
• Early resolution
• Proactive/Preventive
• Win-win solution
• Before conflict
• escalation
• No administrative decisions are required
• No record keeping

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The role of the Ombudsman

• As a facilitator of conflict resolution
• by providing advice on resources available,
  informal mediation, informal fact finding,
  referral, etc.
• As agent for change (systemic issues)
• by making recommendations for change on policies
  and procedures

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Working Principles
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Confidentiality

• No record keeping no reporting of individual
  cases no disclosure of information about
  visitors (neither to confirm nor deny) ()
• No testifying about concerns brought to the
  Ombudsmans attention
• () Except with the express consent of the staff
  member concerned.

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Access to the Ombusdman

• All the staff members who work for the United
  Nations equally have direct access
• Irrespective of grade
• Irrespective of location
• Both international and national
• ? Providing safe environment without fear of
• retaliation

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(No Transcript)
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What the Ombudsman does and doesnt do

• Does
• Objective review
• Equal confidential treatment
• Fact findings and inquiries ()
• Bring concerns to appropriate office ()
• () Only if the staff member agrees.

• Doesnt
• Disclose a persons
• identify
• Keep records
• Make decisions
• Make policies
• Mandate actions
• Serve as an advocate
• Testify

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Overview of Operations (July 2002 June 2004)

• 761 cases to date - received quick responses
• Access to the Ombudsman contributed to
• Conflict resolution
• Withdrawal of some cases from formal system
• Peer Review (December 2003)
• Outreach activities and visits outside
  Headquarters
• PMSS Newsletter Staff Matters disseminated
  information on the Ombudsman in the field
• Increased interaction with UN staff worldwide

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Breakdown of cases by occupational category
(2002/2003)
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Breakdown of issues (2003)
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Distribution of cases (2003)
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Summary

• The Ombudsman, acting independently and
  impartiality
• and respecting confidentiality
• provides staff at all levels in the Organization
  with an independent, voluntary and confidential
  process to facilitate the resolution of conflicts
  in the work place
• advises staff members on problems or grievances
  relating to the terms and conditions of their
  employment, their working conditions and./or
  their relations with colleagues, with a view of
  enhancing the overall working environment
• in cases of conflict or disagreement, assists the
  parties to reach a fair solution through informal
  fact-finding, informal mediation and discussion,
  and makes recommendations in order to bring about
  a resolution satisfactory to all concerned
  parties

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(contd)

• creates work-place well-being by promoting
  cross-cultural awareness and fostering values,
  ethical behavior, fairness, equity,
• acts as a resource for best practices in relation
  to the function of the Ombudsman, and facilitates
  the exchange of information and experience in
  this respect
• develops and implements communication and
  outreach strategies to educate staff with respect
  to the role of the Ombudsman and the services
  offered and
• advises the Secretary-General on issues and
  trends affecting staff and makes recommendations
  on preventive action and, as necessary, on
  changes in employment and working conditions, and
  outlines organizational changes that may be
  necessary.

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Conclusions

• Be encouraged to resolve conflict at early stage,
  at the lowest possible level
• Keys to conflict resolution are training and
  practice of improved communication skills
• Be advised of the role of the Ombudsman
  facilitator of informal conflict resolution
• Be advised of equal access of those who works at
  the UN irrespective of level or grade of the
  staff member
• Call us if you need assistance and clarification

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Contact Information

• Office location S-1800
• Intranet web pageintranet.un.org/ombudsman
• Internet www.un.org/ombudsman
• E-mail ombudsman_at_un.org
• Telephone [phone]
• (Confidential voice mail)
  (Collect
• calls accepted)
• Facsimile (917) 367- 4211
• By post P. O. Box 4136
• Grand Central Station,
• New York, N.Y. 10163